Requirements
Description and Requirements
THE OPPORTUNITY
The Senior Customer Service – Front Office role is responsible for delivering exceptional face-to-face customer support and ensuring all walk-in inquiries are resolved efficiently and professionally across Jordan. This role is essential to maintaining MetLife’s service excellence, ensuring customers feel supported, informed, and confident in every interaction. Guided by our purpose – always with you building a more confident future – and our New Frontier strategy, this role offers the opportunity to directly influence customer satisfaction and enhance service quality.
Key Responsibilities
- Lead front‑office customer interactions by providing professional, timely walk‑in support.
- Create accurate documentation of customer requests, complaints, and service actions.
- Oversee complaint investigations and ensure proper follow‑through until full resolution.
- Manage customer payment confirmations, ensuring accuracy, compliance, and proper filing.
- Develop service quality insights through regular quality checks and reporting.
- Coordinate effectively with internal teams to ensure timely issue resolution.
Required Qualifications
- Bachelor’s degree in Business Administration, Finance, or related field.
- Proficiency in CRM tools and customer service platforms.
- Strong communication, problem‑solving, and conflict‑resolution skills.
- High attention to detail and professionalism in a fast‑paced environment.
Preferred Qualifications
- 3–5 years of experience in customer service within insurance or financial services.
- Familiarity with policy servicing processes and walk‑in service protocols.
- Strong teamwork, adaptability, and ability to manage sensitive situations with empathy.
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World’s 25 Best Workplaces™, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible . Join us!
